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Service work and the commercialized relationship: a case study of a multinational soft drink company in China.

Fang Fang. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2003. / Includes bibliographical references (leaves 158-168). / Abstracts in English and Chinese. / ABSTRACT --- p.i / ACKNOLEDGEMENTS --- p.iii / CONTENTS --- p.v / Chapter CHAPTER 1 --- Introduction --- p.1 / Chapter 1.1 --- Empirical Puzzles and Theoretical Questions / Chapter 1.2 --- Casing a Case: A Multinational Soft Drink Company as a Theoretical Case to Study the Interactive Service Work and Emotional Labor / Chapter 1.3 --- The Research / Chapter 1.4 --- Overview of the Thesis / Chapter CHAPTER 2 --- Literature Review --- p.17 / Chapter 2.1 --- Labor Control in Interactive Service Work / Chapter 2.2 --- The Dynamic Relationship among Three Parties / Chapter 2.3 --- The Limitation of Emotional Labor in Existence Literature / Chapter CHAPTER 3 --- The Background of the CRs --- p.35 / Chapter 3.1 --- The Soft Drink Industry in China / Chapter 3.2 --- The Characteristics of Soft Drink / Chapter 3.3 --- The Customers Whom the CRs Interact With / Chapter 3.4 --- The Response of Ultimate Consumers / Chapter 3.5 --- The Development of CR / Chapter Chapter 4 --- Distribution of Power and Responsibility --- p.48 / Chapter 4.1 --- Choose the Right Person / Chapter 4.2 --- Comprehensive and All Round Training / Chapter 4.3 --- Getting People to Work / Chapter 4.4 --- Birth of a Principal of the Fixed Area / Chapter Chapter 5 --- Building Relationship Before Selling --- p.85 / Chapter 5.1 --- The Strategy the CRs Use to Control the Customers / Chapter 5.2 --- The Background of Relationship Based Interaction / Chapter 5.3 --- The Dynamic Relationship among Three Parties / Chapter Chapter 6 --- Emotion: the Instrument of Work --- p.121 / Chapter 6.1 --- Surface Acting VS Deep Acting / Chapter 6.2 --- The Functions and Dysfunctions of Emotional Labor / Chapter 6.3 --- The Emotions being Applied in the Work / Chapter Chapter 7 --- Conclusion --- p.144 / Chapter 7.1 --- A New Form of Management Control / Chapter 7.2 --- A Localized Selling Method: Building Personal Relationship / Chapter 7.3 --- A Mass Production of Emotions / Chapter 7.4 --- The Service Society and Rationality / Chapter 7.5 --- Limitations of the Present Study / Appendix 1 RMS (Relative Market Share) Ratio in Shenzhen --- p.155 / Appendix 2 The Granny-Young Lady Picture --- p.156 / Appendix 3 The Background of Informants --- p.157 / Key References --- p.158

Identiferoai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_324377
Date January 2003
ContributorsFang, Fang., Chinese University of Hong Kong Graduate School. Division of Sociology.
Source SetsThe Chinese University of Hong Kong
LanguageEnglish, Chinese
Detected LanguageEnglish
TypeText, bibliography
Formatprint, vi, 168 leaves : ill. ; 30 cm.
CoverageChina, China
RightsUse of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (http://creativecommons.org/licenses/by-nc-nd/4.0/)

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